Why it matters
The Send Message action tool allows your AI agent to automatically send messages during or after a conversation. This is useful for follow-ups, confirmations, summaries, and predefined responses.
Setting up the tool alone is not enough. You must assign the tool to the agent and define in the agent instructions when and how it should be used. Without both steps, the agent will not reliably trigger the tool.
Key Concepts
Action Tool: A tool created using the Execute Actions tool type. It allows an agent to perform structured system actions such as sending messages, adding tags, sending emails, or updating conversation status.
Execute Actions Tool Type: A tool type that enables you to configure one or more actions within a single tool. A single Execute Actions tool can contain multiple actions that run when triggered.
Send Message Action: An action within an Execute Actions tool that sends a message to the contact in the current conversation.
Content Mode: A setting that determines how the message content is generated. The two options are Static and Prompt.
Static Content Mode: Sends a fixed message exactly as written in the Body field. You can include variables and templates, but the structure and wording remain predefined.
Prompt Content Mode: Uses AI to generate the message. When you select Prompt as the Content Mode, the content inside the Body field becomes the prompt provided to the AI. The AI uses these instructions to generate the final message sent to the contact.
Variables: Dynamic placeholders such as {{full_name}} that pull contact, conversation, or system data into the message.
Agent Instructions: The configuration where you define when the agent should trigger the tool, under what conditions, and how it should behave when using it.
Step-by-Step: Create a Send Message Action Tool
Navigate to Agents in the left-hand menu.
Click Tools (jigsaw icon).
Click Create Tool in the top right corner.
Select Execute Actions from the Tool Type dropdown.
Enter a Tool Name and click Save Tool.
Configure Basic Info
Enter the Label. Use only letters, numbers, underscores, or hyphens. Maximum 64 characters.
Add a clear Description explaining what the tool does.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution on or off.
Toggle Speak During Execution if the agent should speak while the tool runs.
If enabled, enter the Execution Speech Message the agent should say.
Click Save.
Add the Send Message Action
In the Actions section, click Add Action.
Select Send Message from the Action Type dropdown.
Choose a Content Mode:
Static: Sends a fixed message.
Prompt: AI generates the message based on instructions.
Enter content in the Body field.
If using Static Content
Type the exact message to be sent.
Insert variables using the variable selector if needed, for example
{{full_name}}.Optionally apply a message template.
Review message credits before saving.
The message will be sent exactly as written, with variables dynamically populated at send time.
If using Prompt Content Mode
Select Prompt from the Content Mode dropdown.
Enter clear instructions in the Body field.
When Prompt is selected, the content inside the Body field becomes the prompt provided to the AI. The AI will generate the final message based on those instructions.
Include variables where necessary to provide context.
Be specific about tone, content, and required details.
Click Create Action.
You can add multiple actions to the same tool if needed.
Implement the Tool in an Agent
Creating the tool does not automatically make the agent use it.
To implement it:
Open the relevant Agent.
Select the newly created tool to give the agent access.
Update the Agent Instructions to clearly define:
When the tool should be triggered.
What conditions must be met.
What the message should contain.
Whether the message should be static or AI-generated.
Both steps are required. The tool must be assigned to the agent, and its usage must be explicitly defined in the instructions. If you do not define how the tool should be used, the agent may not trigger it correctly.
Tips and Best Practices
Use Static mode for fixed confirmations or standard follow-ups.
Use Prompt mode when message content should vary based on conversation context.
When using Prompt mode, write detailed and structured instructions in the Body field.
Always define clear trigger logic in Agent Instructions.
Test the tool in a sample conversation before deploying.
Keep timeout settings aligned with expected execution time.
Update tools as processes evolve.
Troubleshooting
Issue | Possible Cause | Fix |
Agent does not send message | Tool not assigned to agent | Open the agent and enable the tool |
Agent does not trigger tool | No instructions defining usage | Add clear trigger logic in Agent Instructions |
Create Action button disabled | Body field is empty | Add message content |
Message content incorrect | Prompt too vague | Improve prompt clarity and add required details |
Variables not rendering | Incorrect variable format | Use correct variable syntax from selector |